Technical Support Manager

Lead the technical support team and build, optimize, and manage technical support systems and processes for users, partners, and internal teams. Ensure timely issue resolution, improve user satisfaction, support digital currency trading and payment services, and align support operations with compliance and business goals.

Responsibilities

• Build, manage, and develop the technical support team, including OKRs, performance standards, and training plans.
• Assign daily work, supervise progress, manage performance, resolve conflicts, and motivate staff.
• Establish knowledge-sharing mechanisms and organize technical training and skill exchanges.
• Improve technical support processes for request intake, classification, resolution, feedback, and closure.
• Optimize support channels including online consultation, phone, email, and ticketing systems.
• Work with R&D to improve support systems and intelligent response capabilities.
• Lead resolution of complex platform, user operation, payment, and blockchain-related issues.
• Coordinate with R&D, product, operations, and compliance teams to resolve issues and improve products.
• Track support data, analyze common problems, and recommend product and system improvements.
• Ensure professional and timely support for platform users and partners.
• Collect feedback and coordinate improvements across relevant departments.
• Ensure compliance with company regulations and industry norms and protect user and transaction data.
• Prepare compliance materials and respond to regulatory inquiries with the compliance team.

Requirements

• 5+ years of technical support or related experience.
• 2+ years of team management experience, preferably in fintech, digital currency, or payment industries.
• Proficiency with computers and common technical tools.
• Familiarity with technical support processes, ticketing systems, and remote assistance tools.
• Excellent team management, communication, and coordination skills.
• Strong sense of responsibility, pressure resistance, and emergency problem-solving ability.
• Proficiency in spoken and written English.
• Bachelor’s degree or higher in computer science, information technology, electronic engineering, or a related field.
• ITIL or CompTIA certifications are preferred.
• Experience managing technical support in digital currency, payment, or blockchain industries is preferred.
• Familiarity with digital currency trading platforms, blockchain technology, or payment-system support is preferred.
• Experience building and optimizing technical support teams and systems is preferred.